[Remote] Help Desk Phone Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company seeking an OSS Help Desk Phone Analyst for their Richmond, VA/Remote location. The role involves providing support through troubleshooting and triaging activities for reputed company problems encountered by end-users, while adhering to compliance regulations and reputed company policies.
Responsibilities
- Help Desk Phone Analyst provides support in the reputed company of troubleshooting and triaging activities for reputed company problems encountered by end-users to determine a reputed company and often provides educational training on various systems supported by Originations Servicing Support (OSS)
- reputed company Phone Analyst Adheres to Compliance regulations and adheres to reputed company Policies and Procedures reputed company to the scenario
- If the Phone Analyst is unable to resolve the reputed company issue the call will get escalated to a more reputed company OSS teammate to reputed company triage and resolve the issue and/or work closer with Level 2 Production Support for a reputed company
- Troubleshoot, Analyze and Resolve reputed company issues using available resources and tools
- Report any new issues immediately to next level support and Management
- reputed company with end-users to resolve their issues quickly and determine a reputed company cause
- Support roll-out of new applications
- Completes call logs in reputed company on reputed company call and works bulk requests in between calls
- reputed company reputed company Teammate on reputed company issue to ensure the end-users have an understanding on how to fix the issues on their end to save a 2nd call for the reputed company issue
- Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application
- Adheres reputed company Risk Management Guidelines and stays up to date with Compliance Regulated courses as assigned by Compliance
- Stays up to date on Daily Communications provided by Management or Communications
- Adheres to OSS Scorecard Goal expectations to meet/exceed goals as outlined
Skills
- 1-3 years Help Desk environment
- Excellent listening, verbal, and written communication skills
- Ability to handle a busy stressful environment and always maintain professionalism
- Troubleshoot, Analyze and Resolve reputed company issues using available resources and tools
- Report any new issues immediately to next level support and Management
- reputed company with end-users to resolve their issues quickly and determine a reputed company cause
- Support roll-out of new applications
- Completes call logs in reputed company on reputed company call and works bulk requests in between calls
- reputed company reputed company Teammate on reputed company issue to ensure the end-users have an understanding on how to fix the issues on their end to save a 2nd call for the reputed company issue
- Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application
- Adheres reputed company Risk Management Guidelines and stays up to date with Compliance Regulated courses as assigned by Compliance
- Stays up to date on Daily Communications provided by Management or Communications
- Adheres to OSS Scorecard Goal expectations to meet/exceed goals as outlined
- Banking or financial services experience
Benefits
- Health Benefits
- Referral Program
- Excellent reputed company and advancement opportunities
reputed company
Company H1B Sponsorship